FAQs

No, in our many years of making outdoor furniture covers this has never been an issue. Sometimes furniture is made using inferior materials such as poor quality timbers, fabrics, rope and wicker. We don’t know the durability of items you are covering, how they are made, what materials were used, if they are suitable for your environment or if the manufacturer designed it to be covered. Only use outdoor covers on outdoor furniture. Indoor furniture should be kept indoors.

Yes, all our covers use waterproof solution dyed polyester. The water can even pool on the fabric and it will not seep through. Please note even through our seams are double turned and stitched if the water if left to pool on the stitching it will eventually seep through the fabric over time.

All our covers are made from a solution dyed 200gsm polyester. The covers have the same appearance of a good quality outdoor lounge cushion however feature a PU coating on the underside that makes them waterproof.

This depends on where you are located and environment.  For example a cover positoned under an alfresco roof facing south or shaded by trees   will last longer than a cover that is full exposed on a rooftop with no shade. From our experience you can expect your cover to last 5 – 6 years with semi exposure or a minimum of 3 – 4 years fully exposed to the elements.

READY MADE:

Ready-made covers are usually booked in with the courier and dispatched within 4 – 8 business hours. Once your order has been collected by the courier it cannot be redirected. The cover will then be delivered and need to be returned to us, a return fee will then be applied to your refund. The refund will be processed once the order has been returned.

ON BACKORDER

If a cover is out of stock the product page will clearly shown “On Backorder”. Back orders will be delivered to you within 3 – 4 weeks. In addition to it being listed on the website we will also email you confirm the backorder status. In the event you did not notice the “on backorder” status and wish to cancel the order a 5% cancellation fee will apply. This is to cover merchant and admin costs that are not refunded to us the retailer when we refund the order.

CUSTOM MADE & SEARCH BY RETAILER :

Your order can be cancelled within 24 hours of placing your online order.
Please note a 5% Merchant / Admin fee will be deducted from the refund.

If the drawing/s of your cover/s  has created and emailed to you, and you still wish to cancel the order an additional $40 will be deducted for from the refund amount.

After 24 hours of the drawings being sent to you the order cannot be cancelled, amended or revised.

Click on the “Return policy”  at the bottom of any page  and fill out the  “return form”.

Please Note:  Only send  the cover/s to our warehouse until you have received an inbound number.

Please note a restocking fee of $29 will be deducted from the refund, this amount is to cover the cost involved in:  checking the returned cover, repackaging, restocking the returned cover and  merchant fees. Original delivery is non refundable and the return postage cost is borne by the customer.

Please find video showing why there is a restocking fee:CLICK HERE TO VIEW VIDEO

Your refund will be processed within 5 business days by the same payment method used to for the original order. Please note some credit card take two business days before the funds clear your account.
Custom made covers can be cancelled within 24 hours of placing your order. Between 24 – 48 hours of receiving your production would have commenced making your order and cannot be cancelled.

No, any modifications or alterations will void the warranty.

Short answer is No.

There is a couple of reasons why replacement covers cannot be redesigned or have changes made to the measurements.

1st. The technical department within the factory will need to redesign ( prepare for template for production )  the cover inccuring addtional delays and cost.

2nd If the mistake was made by the production team they will be liable for the cost of the replacing cover. Any changes made will be considered as a new brand cover and costs will be passed.

It is important that the measurements are carefully checked and double checked prior to placing the order.

This will affect the waterproofing properties and void the warranty. You can use a garden hose to clean the cover or clean it using warm soapy water and a sponge or cloth. Avoid using a brittle brush or abrasive cleaning pad.

4 weeks from time of order. Please allow an additional week for orders places in late January to early february.

Often custom made covers are delivered within 3 weeks of order, however this cannot be guaranteed.

Our warehouse is located at 16c Parkhead place, Rosedale, Auckland, 0632. Please note the warehouse only permits collection from preselected couriers. 

No,  our VAT registration with Inland revenue is pending as such we do not charge GST.

No, we were founded in Sydney and are incorporated overseas. However our warehouse  is based in Albany, Auckland. however all our ready made covers and warehouse are based in Auckland.

Yes, you can provide our team with the measurements and photos of the item you are looking to cover and we will send you an official invoice. within 48 hours of  the order being finalised  we will email you the drawing of the cover  before putting it into production. Please note due to the extra processes incurred in offline order a surcharge.

Custom made orders placed online are automaticlly processed and is a streamlined and quicker process with a faster turn around time.   If the order is done manually the process is longer and involves.  1st confirming  measurements / desired design , 2. Quoting, 3.  Issue offical invoice with custom cover particulars, 4. Have CAD drawings made, 5. email drawings for approval, 6. revise drawings. 7. Amend/ Revise and 8. Wait for approval and submit.

Because of the detailed nature of covers it is vital we keep measurements, photos and details  in writing.

Over the telephone we cannot see the items to be covered  which makes finding the best soution less likley.   If there are multiple items that need covering  or the cover is  complex there is a higher chance for human error over the telephone.

Our customer service team is available every day from 10am until 7:30pm via the live chat on the website or via email. Service@thecovercompany.co.nz

Please find video : CLICK HERE

• Live chat with us 7 days a week been 10am – 7:30pm
• Email us on service@thecovercompany.co.nz